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1800Contacts just executed verbal currency.
What is that?
We've talked about it many times... it's when the value of service or ROI > the transactional value.
Haven't ordered contacts from them in a while, so a simple reorder submission was out of the question. Had to send in valid prescription and there were two on one sheet. (I get options depending on the brand)
After this process I had to jump through the normal hoops of suggested upselling and whatnot, but all was cordial.
Order confirmation comes in email and the contact values look off. I email and suggest accuracy discrepancy and I get a cancellation notice.
First thought... "shit, I'm gonna have to take time out of my day later this afternoon to redo this." = not thrilled
Two hours later, I get a new email from customer service that says they have called the doctors office, verified which prescription values go with which brand, my order has been reconfirmed with my price matched discount, and shipping has been upgraded free of charge to over night and I'll have my contacts in one day.
Effing score!
How did they just make more money than they'll ever loose from me?
Verbal currency.
I'm now free advertising and anyone that I come into contact with about this subject matter will be persuaded to choose them as well.
This is better than anything they can pay for, as you can't pay for passion and authenticity with a reasonable ROI.
Meaning, my outward projections about their company are real and others can feel the authenticity. = ridiculous conversions on new customer induction
Need Contact Lenses? | 1-800 CONTACTS | World's Largest Contact Lens Store®
What is that?
We've talked about it many times... it's when the value of service or ROI > the transactional value.
Haven't ordered contacts from them in a while, so a simple reorder submission was out of the question. Had to send in valid prescription and there were two on one sheet. (I get options depending on the brand)
After this process I had to jump through the normal hoops of suggested upselling and whatnot, but all was cordial.
Order confirmation comes in email and the contact values look off. I email and suggest accuracy discrepancy and I get a cancellation notice.
First thought... "shit, I'm gonna have to take time out of my day later this afternoon to redo this." = not thrilled
Two hours later, I get a new email from customer service that says they have called the doctors office, verified which prescription values go with which brand, my order has been reconfirmed with my price matched discount, and shipping has been upgraded free of charge to over night and I'll have my contacts in one day.
Effing score!
How did they just make more money than they'll ever loose from me?
Verbal currency.
I'm now free advertising and anyone that I come into contact with about this subject matter will be persuaded to choose them as well.
This is better than anything they can pay for, as you can't pay for passion and authenticity with a reasonable ROI.
Meaning, my outward projections about their company are real and others can feel the authenticity. = ridiculous conversions on new customer induction
Need Contact Lenses? | 1-800 CONTACTS | World's Largest Contact Lens Store®
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